JOB SUMMARY:

Seeking a highly motivated, innovative, energetic, and organized Concierge to join the team at Birkdale Village.

The Concierge is the main host for all guests (visitors) and customers (tenants) at Birkdale Village and plays a vital role in daily customer service operations. The Concierge is responsible for providing exceptional customer service in various scenarios, always exceeding guest expectations and enlivening the guest experience, ensuring that guests have a memorable stay on property and return to Birkdale Village time and time again.

QUALIFICATIONS:

• Strong understanding and knowledge of Birkdale Village and the Huntersville area.
• Must contain a strong emphasis on customer service, a deep understanding of the area, and the ability to creatively think on one's feet.
• Must enjoy serving people and do so with enthusiasm and professionalism.
• Excellent computer skills in Microsoft Office. Basic ability to write and send professional emails.
• Superb verbal and written communication skills.
• Organized, detail-oriented, self-starter, able to work independently and as part of a group.
• Expert researching skills, including print and electronic.
• Proactive, approachable, and solution focused.
• Must be able to work in a fast-paced environment.
• Must be open to change and able to adapt quickly to new directives.
• Verbal Communication, Listening, Customer Service, Customer Focus, People Skills, Action-Oriented, Interpersonal Savvy, Professionalism, Emotional Control, Dependability.
• Must uphold uniform and cleanliness standards.
• Evening and weekend shifts are required.
• Members of the Concierge team must be multitaskers and team players with a positive attitude and demonstrate flexibility. The ideal candidate must be adaptable and organized, with strong prioritization and time management skills.
• Must be 21 years of age or older.

ESSENTIAL JOB FUNCTIONS:

• Act in accordance with the organization's policies, goals, objectives, and core values.
• Provide information and resources by identifying and clarifying guest needs and desires related to Birkdale Village and the town of Huntersville, NC.
• Answer questions, give directions and instructions, develop inventories of services, offer commentary of previous guests, manage and screen messages.
• Provide services requested by acting as an intermediary for personal services, including travel, tickets, restaurant reservations, hotel reservations, and the like.
• Anticipating services are required by ascertaining guests' mood and style, identifying options before being asked, developing itineraries.
• Continuously develop knowledge of and build relationships with Birkdale Village vendors and retailers, as well as an in-depth understanding of the Huntersville area. Participates in educational opportunities, maintaining personal networks.
• Able to perform the skills of a Concierge while being a mobile presence on the property.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
• Assist with the execution of Property events. Being the go-to person for event vendors during the event.

IMPORTANT JOB FUNCTIONS:

• Performs other related duties as assigned.

MATERIAL AND EQUIPMENT USED: 

• Computer                                         
• Microsoft Office Suite                                  
• General Office Equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

      Knowledge of:

• All computer applications and hardware related to performance of the essential functions of the job.

      Skill in:

• Conflict Management Resolution
• Organizational and interpersonal skills
• The ability to meet deadlines; accomplish work in order of priority; professionally maintain composure & effectiveness under pressure and changing conditions

APPLY HERE

JOB SUMMARY:

The Concierge Manager will interact with guests and residents of Birkdale Village. Provide unparalleled service, creating and providing a seamless experience for all customers. The Concierge Manager will service guests and residents both on the phone and in person, provide information in response to inquiries on a variety of calls, and have a broad base of knowledge in a wide variety of areas. This position will provide leadership support and assistance to the Concierge team, train and coach the ambassadors as needed and enforce all policies and procedures. The Concierge Manager will manage the Birkdale Card program, which is a unique approach to Concierge, infusing resort-inspired services throughout the entire Birkdale Village experience.

QUALIFICATIONS:

• Must have at least 2 years of managerial experience with proven success as a team leader. 
• Must have at least 3 years prior experience in the hospitality or event planning industry. 
• Strong understanding and knowledge of Birkdale Village, Charlotte metro and Huntersville, NC. 
• Excellent verbal and written communication skills are mandatory for this position; must have the ability to communicate in a clear, concise, understandable manner, and listen attentively to others, and provide instructions to team members. 
• Must have budget management skills. 
• Must have strong skills in guest services, be action oriented, possess interpersonal savvy, professionalism, emotional control, and work well under pressure. 
• Must be an organized, detail-oriented self-starter, able to work independently and in a team setting. 
• Must be proactive, approachable and solution focused. 
• Must be able to work in a fast-paced environment, maintaining professionalism at all times. 
• Must be flexible and able to work weekends, nights and holidays to support shopping center peak hours of operation and Concierge team needs. 
• Proficient in Microsoft Office suite.

ESSENTIAL JOB FUNCTIONS:

• Develop, and retain the best ExperienceMakers™ that make up the Birkdale Village Concierge team. 
• Manage the Concierge ambassadors; monitor day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. 
• Develop relationships with Birkdale Village’s retail and office tenants and residential communities. Leverages these relationships to build loyalty to Birkdale Village and devoted fans of the services offered through the Birkdale Card. 
• Oversees the “surprise and delight” offerings to guests of Birkdale Village by supervising the Concierge responsible for this portion of hospitality. 
• Provide leadership support for the Concierge team; including training and ongoing coaching as needed. 
• Focus on improving existing programs while assisting in the creation of new and varied experiences that offer a fresh and inviting guest experience. 
• Partners with the Birkdale Village Marketing team in developing and executing programs that support store sales and a unique shopping and dining experience. Attend weekly marketing meetings. 
• Execute hospitality, marketing and event plans on and off property – often requiring evening and weekend assignments. 
• Expertly manages administrative duties such as expense reporting and payroll and timekeeping. Manager is responsible for scheduling and time sheets. 
• Achieves financial goals through maximizing participation in revenue streams. Ex. The Birkdale Card, Concierge hosted events and VIP offerings. 
• Coordinate guest and resident’s needs with other departments as required, ensuring a seamless guest experience.
• Ensure grooming standards and uniform guidelines are adhered to by Concierge Ambassadors at all times; clean and pressed and worn in the appropriate manner. Responsible for ordering uniforms and coordinating dry cleaning. 
• Partners with Assistant General Manager to lead hospitality training for operational departments monthly, as needed. 
• Facilitate monthly Concierge meetings in order to stay informed of property changes, events, promotions, etc. 
• The Concierge Manager will work scheduled shifts in the Concierge booth in addition to scheduled meetings with Marketing and Management teams. 
• Identify and fully develop the inventories of services provided to guests and residents of Birkdale Village. 
• Responsible for the vetting process and agreements for third party amenity providers. Manages on[1]going relationships with these key vendors and contractors to ensure flawless execution of service.

IMPORTANT JOB FUNCTIONS:

• Able to push a Bell cart and lift up to 35 pounds 
• Standing up to 8 hours a day in an outdoor environment 
• Walking for up to 8 hours a day 
• Stooping 
• Bending up to 4 hours a day 
• Working outdoors for up to 8 hours a day 
• Ability to climb ladders and stairs 
• Ability to use a computer 
• Ability to multitask

MATERIAL AND EQUIPMENT USED: 

• Computer                                         
• Microsoft Office Suite                                  
• General Office Equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

      Knowledge of:

• All computer applications and hardware related to performance of the essential functions of the job.

      Skill in:

• Conflict Management Resolution
• Organizational and interpersonal skills
• The ability to meet deadlines; accomplish work in order of priority; professionally maintain composure & effectiveness under pressure and changing conditions

APPLY HERE